Senior Associate – IT Helpdesk

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the primary liaison between users and IT Service Management.

• Manage incidents and service requests efficiently.

• Provide support for Change, Problem, Configuration, Release, Service Level, and IT Service Continuity processes.

• Act as the contact point for technical inquiries and requests.

• Deliver exceptional customer service and ensure ticket resolution within established service levels.

• Address calls and tickets in accordance with defined service level agreements.

• Foster positive relationships with customers and colleagues.

• Keep management informed about significant outages reported to GSD.

• Offer time-sensitive support to internal staff.

• Record Service Desk interactions as phone, web, or walk-in incidents.

• Ensure tickets are managed, processed, and documented appropriately.

• Conduct Active Directory user management as a routine task.

• Provide first-level support by answering calls and managing the resulting incidents or service requests through incident management and request fulfillment procedures.

⛳️ Requirements

• Outstanding communication skills, both verbal and written.

• Strong understanding of Windows OS troubleshooting techniques.

• Proficiency in MS Office applications.

• Basic skills in hardware troubleshooting.

• Willingness to work during night shifts.

• Commitment to assist internal customers via phone.

• Familiarity with Active Directory Services.

• MCP certification is a plus.

• ITIL Foundation Certification is an added benefit.

• Graduates from any field will be considered.

🏝️ Benefits

• Full-time employment opportunities.

• Option for remote work.